André K. Small

André K. Small is a customer experience and service improvement leader with a passion for using customer insight, complaints intelligence, and data analytics to drive meaningful organisational change.

As Team Manager for Customer Service (CSAT & Complaints) at Epping Forest District Council, Andre oversees the Council's complaints function, Contact Centre operations, and the Epping Community Hub. He leads on complaints analytics and performance reporting, transforming customer feedback and operational data into actionable insights that support service improvement, organisational learning, and evidence-based decision-making.

Working closely with internal teams and external partners, André champions collaboration, innovation, and continuous improvement to enhance customer experiences and ensure services remain responsive to the evolving needs of residents. He also serves on the Council's Housing Complaints Panel, promoting accountability,transparency, and service learning across housing services.

Drawing on both his professional experience and Caribbean heritage, André is a strong advocate for inclusive, customer-centred public services that reflect and respond to the diverse communities they serve. He is particularly interested in how data analytics, artificial intelligence, and emerging technologies can be harnessed to improve outcomes, strengthen organisational performance, and shape the future of local government.

André believes that the most effective organisations combine human insight, community understanding, and data-driven decision-making to create services that are trusted, innovative, and designed around the needs of the people they serve.